Building a better SPPA – Our Annual Business Plan 2023/2024

The SPPA is an Agency of the Scottish Government based in Tweedbank in the Scottish Borders. We have 360+ colleagues making us one of the largest employers in the region.

We are based in a magnificent setting in the Scottish Borders and we’re cultivating a working environment that matches our setting. One where people can learn, develop and play a key part in delivering our Vision - one that is linked closely to the Scottish Government’s National Performance Framework.

We are aiming to build an environment where our people are empowered to develop their careers and take more control of their work/life balance. This means creating the right opportunities for our people to progress themselves and build a career with the SPPA and Scottish Government. Our 2023/2024 plan therefore reflects the importance and commitment SPPA is putting into the development of our colleagues and having a multi-skilled workforce that is set up for the future.

Last year we launched our Corporate Plan to set out our roadmap to stabilise, improve and deliver on our vision to help protect our members financial futures by giving them greater understanding and control of their pension. The annual business plan sets out the activities and priorities we take each year to deliver the outcome of this plan

In 2023-2024 we will continue to stabilise and improve our operations and move towards Transition phase 1: Better processes and data. This year’s plan has therefore been developed as a continuation of the 2022-2023 plan, with our priorities and activities updated to reflect the next step in this journey.

Our Priorities

  1. Improve our service
  2. Effectively support members, employers and colleagues through Remedy 2015 changes
  3. Deliver phase one of the pension administration platform improvement programme
  4. Develop our workforce and increase our capability
  5. Be more cost effective

Measuring Progress

The 2023/2024 Annual Business Plan sets out a revised set of key performance indicators aligned to our business objectives for the year. These measures have been developed through engagement with colleagues and key stakeholders to ensure that the measures we use allow us to properly assess our performance against what we want to achieve.

  1. Increase in the proportion of new awards paid accurately and on time
  2. Improve our customer satisfaction scores
  3. Meet all of our regulatory deadlines for Remedy 2015
  4. Improve our colleague engagement score
  5. Improve our cost effectiveness rating

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